Recent Posts by Harriet Franklin

For organizations that are inundated by customer service inquiries due to COVID-19, it’s critical they understand what’s working and what isn’t, because they have to quickly pivot their customer service approach. Organizations need to rapidly respond to changing information and ease the shift from the contact center to provide remote service. Companies that can support new and unpredictable customer inquiries are those with flexible knowledge management solutions, configurable...

In today’s world, memorable experiences differentiate your brand.  Each service experience must be personalized, consistent and seamless across every channel.   With smart technology and customers driving innovation, how can organizations adapt and keep up?  A great start is to attend the annual Modern Customer Experience Conference in Las Vegas March 19-21, 2019. Service enthusiasts from around the world will come together under one roof to network, see the latest technology,...